case study #1

In early 2010, the RightNow Tune-Up consulting program needed to scale to catch up with client demand as well as expand its topic coverage to new and emerging CRM business best practices.

I was promoted to Product Manager to own this business transformation and was responsible for simultaneously implementing a triage process to reduce the backlog of consulting requests as well as develop new topical practice areas by working with subject matter experts around the company.

I then developed a repeatable training and certification program for our global Professional Services organization in order to ensure high quality ongoing delivery of these best practices.

Success Metrics:

• Backlog reduced to zero in 60 days.
• 9.3 out of 10.0 client satisfaction.
• Empowered a global team of consultants and engineers.
• Topics expanded from 1 to 5 focus areas.
• Program is currently available to ~1900 customers

Additional reading:

• RightNow Tune-Up Program Overview
  • Web Experience Best Practices
  • Knowledge Base and Search Best Practices
  • Community Engagement Best Practices
  • Agent Desktop Best Practices
  • Answer Content Best Practice